目的 探讨利用微信公众平台对危重患者家属实施有效的宣教与沟通对提高患者家属满意度的效果评价.方法 将ICU 1080例患者家属作为观察对象,第一阶段2015年1月至6月收治ICU 523例患者家属实施常规宣教模式进行入科及住院期间的宣教与沟通,设为对照组;第二阶段20l5年7月至12月收治ICU 557例患者家属入科后实施常规宣教的同时借助微信平台实施有效沟通与宣教,设为观察组;比较两组患者家属的满意度调查情况以及相应患者入住ICU期间对护理工作的不满投诉.结果 观察组护理投诉少于对照组(P<0.05);观察组的家属满意度(CCFSS分值)也明显高于对照组(P<0.01).结论 通过微信平台对危重患者家属实施有效的宣教与沟通可以明显提高患者家属的满意度,减少护理不良投诉,有效避免了因护患沟通问题而引发的医疗纠纷.%Objective To explore the efficiency of using WeChat public platform in giving education for relatives and communicating with relatives. Methods A total of 523 critically-ill patient's relatives from January to June in 2015 were chosen as the control group,while 557 critically-ill patients' relatives from July to December in 2015 were selected as the observation group. In the control group,admission education was given to the relatives when the patients came to Intensive Care Unit(ICU)and communication was taken between nurses and relatives at the time of daily visiting hours. In the observation group,besides what had done in the control group,WeChat public platform was used for relatives to get education and answer. The relatives' satisfaction and their complaints about nursing service duration of hospital stay were compared between two groups. Results The relatives' satisfaction(CCFSS value)was higher and their complaints were less in the observation group than these in the control group. Conclusions It is efficient to give education and communicate with critically-ill patient's relatives by using WeChat public platform. It can improve relatives' satisfaction and decrease their complaints about nursing service.
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